Be a champion for customer service and learn how to build and manage a robust customer management system.
Manage customer service follow-up processes
Analyse actual service performance gaps
Utilise service quality improvement tools to improve service delivery process
Apply the Problem-solving method to address service abnormities
Apply Decision-making criteria to evaluate solutions
Review the effectiveness of implemented solution
Course Date: TBC
Duration: 2 days
Time: 9am to 6pm
Ngee Ann Polytechnic reserves the right to reschedule / cancel any programme, modify the fees and amend information without prior notice.
This course consists of 4 modules:
a. Build strong customer relationships
b. Maintain strong customer relationship with feedback
c. Address complaints and Negative feedback
a. Service Gap Model.
b. Five Gaps
c. Ways to meet Customer Expectations and close the Gap
d. Five dimensions of Service Quality
e. Measuring Service Quality
f. Tools to analyze and address service quality gaps
a. Steps to Effective Customer Service Problem Solving
b. Problem Solving Techniques to Mitigate Negative Circumstances
c. 4 phases of Customer Problem Solving Situations
d. 9-step guide to resolve customer service issues
a. Identify the issue
b. Gather relevant information
c. Identify the alternatives
d. Weigh the evidence
e. Choose among the alternatives
f. Implement your solution
g. Review your decision
h. Use Creative Thinking Skills for better Decision-Making.
A Certificate of Performance will be awarded to participants who achieve at least 75% attendance and pass all required assessment(s).
A Certificate of Participation will be awarded to participants who meet the 75% attendance requirement but did not pass all required assessment(s).
Applicants should be working in a relevant industry or have an interest to switch to a supervisory position in the environmental services industry.
Course fee is payable upon acceptance. It is inclusive of 7% GST and subject to review.
Union Training Assistance Programme (UTAP)
NTUC members enjoy 50% unfunded course fee support for up to $250 each year (or up to $500 for NTUC members aged 40 years old and above) when you sign up for courses supported under UTAP (Union Training Assistance Programme). Please visit e2i’s website to find out more.
|Applicants / Eligibility||Fees|
|Singapore Citizens (SC) below the age of 40 years||$144.45|
|Singapore Citizens (SC) aged 40 and above||$144.45|
|Singapore Permanent Residents (PR)||$144.45|
|Enhanced Training Support for SME Scheme (for SC & SPR)||$54.45|